Business Customer Care Representative I - Nature's Way

Business Customer Care Representative I

Welcome to a better way, an authentic way. Welcome to Nature’s Way.

Inside our minds, inside our hearts, inside our business, inside our bottles.

Our reason for being, the purpose that inspires our work every day, is quite simple: Help people live healthy lives.

When we help people live healthy lives, we build a happier, healthier world for everyone.

How we go about our work drives TRUST in who we are, what we do, and the products we produce. That means something important to the world, and it means the world to us.

People TRUST

• Our products to be the gold standard
• Our words to be true
• Our claims to be honest,
• Our actions to have integrity.

Together we work with an awareness of how even small actions affect others, an attitude of kindness and concern for each other, and a drive for action that helps people live healthy lives.

It’s the best way. The right way. The only way. Nature’s Way.

Be a part of helping people live healthy lives as our new Business Customer Care Representative I.

SUMMARY
The Business Customer Care Representative is responsible for providing front-line support to our customers, managing the relationships through many channels. All customer, sales and consumer inquiries will be handled in a professional manner consistent with the Nature’s Way Mission.  This role will also support the Consumer Customer Care Representative team with managing consumer inquiries and services.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
This position supports B2B and Specialty Retail Field Sales functions through order entry, account activation and maintenance, and pricing and promotional activities.

• Handle internal and external customer contacts through all company supported channels including telephone, chat SMS (text), and email with professional facility for all Health Food Store business units.
• Provide fast, courteous and accurate transactional support to all assigned customer groups, including but not limited to order entry, account maintenance, delivery tracking, and returns processing.
• Maintain pricing, discounting, and promotion knowledge across all Nature’s Way channels to service all customers accurately and efficiently.
• Appropriately handle and message company policies such as the NW Standard Terms and Conditions, Authorized Reseller policy and MAP.
• Review orders for compliance in key factors such as pricing, item numbers and special requests. Identify price discrepancies and work with the customer and Sales Rep to resolve.
• Review new Account Activation requests to determine eligibility. Facilitate account setup for qualified customres.
• Develop and maintain strong customer relationships. Ensure follow through and follow up.
• Develop and maintain strong Sales Rep relationships providing guidance and system support including carstock entry and knowledge of current promotions.
• Relay vitamin and supplement product information to customers while at all times adhering to required legal and regulatory instructions and limitations as defined in training.
• Demonstrate a solid understanding of tools and technology used to perform daily tasks, including SAP order processing, SAP Cloud 4 Customer (CRM) technology and Contact Center software.
• Support Specialty Retail customers by providing new product details, available promotions and basic account guidance.
• Maintain product and application knowledge across all Nature’sWay channels to facilitate company sales goals through all means provided by the company as well as self-sustained education and study.
• Anticipate and identify problems and proactively work to solve them.
• Accountable for meeting key factors in areas such as service and phone etiquette.
• Ensure world class customer service through ongoing high quality, professional contact via phone, fax, e-mail, or direct mail as needed.
• Maintain team environment through flexibility and positive attitude.
• Support Consumer CSR and Integrative CSS teams with overflow interactions as needed.

QUALIFICATIONS 
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE
High school diploma or general education degree (GED); or six months related experience and/or training with either the NATURE’S WAY business; or equivalent combination of education and experience.
 

All benefits are effective on day 1 of employment.

Medical Option to select either a PPO plan or one of 2 high – deductible medical plans that includes a company contribution to your personal health savings bank account.

Dental Delta Dental PPO & an option to select an enhanced dental plan.

Vision Routine preventative coverage under medical plan and an option to elect additional voluntary coverage

Time Off All employees receive 11 holidays off per year, as well as paid time off that starts at a minimum of two weeks per year.

401K Plan Company match of up to 4% as long as employees contribute a minimum of 6% to the account. An additional profit-sharing contribution is also made to employee accounts if the company meets its annual targets.

You’ll also enjoy a variety of other benefits that support your long-term health and wellness:

• Company provided short-term & long-term disability
• Life and AD&D insurance
• Flexible spending accounts
• Voluntary critical illness & accident coverage
• New parent phase-in program & paternity leave
• Educational assistance reimbursement
• Product discounts & a wellness program

Start Helping People live Healthy lives today!

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

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